The candidate will be part of the customer support team providing FBI Financial management systems' support. Your role will be to assist users with inquiries related to over 12 FBI financial systems, ensuring a smooth and efficient experience. Where you will be an integral part of providing responsive, accurate, and high-quality customer service to users of FBI users.

Key skills needed for the position:

Technical Proficiency: A deep understanding of hardware, software, and operating systems, along with the ability to troubleshoot and resolve a wide range of technical issues.

Customer Service: Strong customer service skills, including patience, active listening, and the ability to communicate technical information in a clear and understandable manner.

Problem Solving: Effective problem-solving skills to diagnose and resolve user issues efficiently, often in a high-pressure environment. Utilizing a ticketing tool.

Confluence: Building and using Confluence to gain knowledge and create knowledgebase articles.

End-User Support: Provide timely assistance to end-users, troubleshooting system issues, and ensuring a positive support experience.

Skill Development: This role offers opportunities to grow your business analyst skills, expanding your knowledge to become a functional system expert and software engineer.

Project Collaboration: Work closely with the project team to meet customer requirements and support the FBI's Financial and Facilities systems.

Documentation: Create and maintain documentation to facilitate user support and educate the user community.

User Alerts: Develop and distribute user alerts to communicate important information and updates to end-users.

Collaboration: Collaborate with the FBI to ensure effective support and alignment with their systems and objectives.

Multitasking: The capability to handle multiple support requests simultaneously while maintaining the quality of service.

Technological Innovation: Creating and implementing new technologies, tools, or processes to improve efficiency, productivity, and functionality. This often includes advancements in fields like artificial intelligence, biotechnology, and renewable energy.

Communication: Strong verbal and written communication skills to effectively convey technical information to non-technical users.

Process Improvement: Identify opportunities for process improvement and suggest actions to enhance support quality.

You'll Bring These Qualifications:

Prior experience supporting or training IT system users.

A minimum of 0-2 years of relevant professional experience is required if no Bachelor's degree is available; or a bachelor's degree in an appropriate discipline, and 1 year of related work experience.

Operating hours are 8:00am-5:00pm in Chantilly, VA.

Requires US Citizenship and active Top Secret clearance.

These Qualifications Would be Nice to Have:

Experience working in a call center or Help Desk and Support center organization, providing users' support and customer service.

Relevant vendor certifications and/or additional education may substitute for years of experience.

Experience using any government travel and/or financial management software is highly desired.

Experience with HP Service Manager or any other incident management applications (Remedy, Rational, Serena).

Experience with applications built with OpenText (previously Metastorm).

Experience with any ERP (Momentum, Oracle, SAP) or asset management applications (Maximo, Tririga, Sunflower).